For government agencies already striving to do more with less, demands to improve customer service present a complex challenge to staff, systems, and technology which may already be pressed to the limit. In addition to federal mandates, such as President Obama’s Executive Order 13571 to streamline service delivery and to improve customer service, many citizens now expect to interact with government using new self-service, web-based interfaces, which can be difficult to support on the aging technological infrastructures in many government agencies. And in times of economic downturn, citizens’ need for responsive government services rise sharply as pressure on agencies’ customer service operations increase—from the top down and the grassroots up.

Moderator: Tom Temin – Anchor, The Federal Drive, Federal News Radio

Panelists:

Carolyn Colvin – Deputy Commissioner, Social Security Administration
Seth D. Harris– Deputy Secretary, Department of Labor
Mariela Melero – Associate Director of Customer Service and Public Engagement, US Citizenship and Immigration Services
Bill Clark – Public Sector CTO, CA Technologies

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